Customer support operations lead

Turns ocean and climate sensor data into open research tools. Fully remote since founding, async-first documentation culture.

Support here is an operations discipline. You will build the dashboards, the escalation playbook, and the feedback loop into engineering - then prove the loop works by watching repeat contact rate fall.

In this role you will: design queue triage and escalation rules; own help-center content and keep it current; build the weekly contact-driver analysis; coach the team on resolution quality.

Success in the first year: Escalations reach engineering with reproduction steps attached.

Interview process: Case review and one structured conversation. Decisions in 10 days.

The pay band for this role is published: $78,000 to $97,000 per year. This is a full-time role. Every listing on this board carries its range and its process up front.